Tech Support / Computer Technician / CompTIA A+

This position is TEMPORARY (Full-Time with benefits for 6-8 months).

About the role

Global Engineering and Technology (GET) is seeking qualified applicants to support the cybersecurity program at a U.S. Department of Energy national security facility as a Computer Technical Support Specialist. This position requires extensive knowledge and experience troubleshooting and supporting hardware and software. This is a highly compensated, high-responsibility position that is central to an important mission project. A CompTIA A+ certification is highly preferred and sought after for this position.

Responsibilities

• Work as the primary point of contact for all LifeCycle laptop/pc replacements, meeting strict performance deadlines for moving all software from current LifeCycle laptops/pcs to respective replacement devices.
• Troubleshoot and resolve software/hardware/connectivity problems by utilizing technical knowledge gained through a combination of certification coursework, internet research, contacting vendor support, and prior work experience.
• Ensure customer devices are fully functional before completing and closing assigned tasks.
• Provide support to customers via phone, email, chat, remote support sessions, and in-person interactions.
• Diagnose and resolve customer-reported issues and service requests.
• Escalate unresolved issues to the appropriate support tier when necessary.
• Utilize service management tools to document work performed, updates, and resolution details.
• Maintain a broad understanding of company hardware, software, procedures, and policies, including IT, HR, Finance, Cybersecurity, and Technical Security requirements that impact the end-user environment.
• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer-reported issues.
• Install, configure, and support approved hardware and software solutions.
• Provide end-user training and guidance on tools, technology, and equipment usage.
• Troubleshoot and resolve hardware, software, and connectivity issues using technical knowledge, research, vendor resources, and professional experience.
• Set up, configure, and support desktop and laptop systems within the facility.
• Demonstrate strong customer service, interpersonal, and communication skills.

Requirements

• Citizenship and Security Clearance: Due to the on-site security requirements, applicants must be citizens of the United States of America.
• This position does not require a security clearance, but any active security clearance is viewed as a plus.
• Knowledge, Skills, and Abilities: Experience troubleshooting and supporting hardware and software; Knowledge and experience with SCCM imaging; Knowledge and experience with software installations, both onsite and remote; Ability to convey information accurately and effectively in both written and verbal formats; Effective time management skills with the ability to handle multiple incidents and tasks simultaneously; Experience with ServiceNow incident and task management; Ability to work in a demanding, fast-paced technical environment; Ability to clearly and accurately communicate technical details to customers; Strong decision-making skills when assessing solutions to issues causing business or production delays; Well-developed IT troubleshooting and customer service skills; Experience with Active Directory, including creating, modifying, disabling, enabling, and moving user accounts; Experience with Microsoft 365 and Exchange administration.
• Desired Certifications: Applicants with a CompTIA A+ certification are preferred and highly sought after.
• Experience: Minimum Experience: This position requires a minimum of 1 year of demonstrable experience performing the duties outlined above; Preferred Experience: Applicants with 2-5 years of experience are highly regarded.

Qualifications

• Education: Although this position generally requires an Associate's degree in a related field, technical field experience will be weighted more than minimum education (an applicant with a high school diploma and 2+ years of technical experience matching the duties listed above would qualify for consideration).

Benefits

We provide exceptional benefits to our full-time employees (spouse/family coverage option available at a company-subsidized rate). Benefits include: Medical plan options with UnitedHealthcare; Dental Insurance; Long-term and Short-term Disability Insurance; Life Insurance; AD&D Insurance; Generous 401(k) match. All benefits are effective on day one of employment.